Team Leader Service Centre (80-100%)

About the job

SVA Aargau is the competence centre for social insurances in the canton of Aargau. Around 550 employees are committed daily to the self-determination and livelihood security of the people in the canton. In doing so, SVA Aargau combines stable and reliable service delivery with the ambition to continuously develop its processes, technologies and services.

For a newly created leadership position, we are looking for an experienced and reliable personality. You will take on a central role in an ongoing transformation and merge two previously independent service centres into a single unit within the Operations division. You will be responsible for the personnel management of around 10-12 employees while ensuring a stable and high-quality operation. Building on this, you will further develop the new service centre, harmonise processes, establish effective control and drive digitalisation, automation and professional collaboration with external partner companies.

Your challenge

• Leadership, team integration and change (approx. 30–40%)
  • You lead and develop a team of around 10–12 employees and accompany the merging of the two previous service centres into a single unit.
  • During the change phase, you provide orientation, clarify responsibilities and strengthen a shared, appreciative team culture.
  • You specifically secure existing specialist and process knowledge and accompany changes in roles, tasks and capacities transparently, empathetically and reliably.
  • You manage goals, performance and development reliably. You address conflicts early and constructively.
• Operational management and further development (approx. 50%)
  • You ensure that daily business and the services defined in the service catalogue are delivered reliably, on time and with the required quality.
  • You implement the harmonised processes and continuously develop them. You manage quality, volumes and capacities using appropriate key figures.
  • Together with the specialist departments, you further develop the service catalogue in line with strategic goals. You are also responsible for the budget and controlling of your cost centre.
  • You drive digitalisation and automation forward, especially in automated document allocation and a new digital mail receipt solution. In doing so, you take on the professional product owner role and work together with the internal application manager in IT.
• Management of external partners (approx. 10–20%)
  • You manage the external partner companies for mail receipt, archive, printing and mail dispatch and ensure smooth handovers.
  • You monitor performance specifications, volumes, deadlines and quality using key figures and evaluations. In case of deviations, you initiate concrete improvements.
  • You develop the collaboration into professional supplier management and consistently take responsibility for the entire service delivery.

Your qualities and talents

• Business management training at FH/HF level or a comparable qualification. Further training in leadership is an advantage.
• At least ten years of professional experience in an operational, service-oriented environment such as back office, service centre, shared service area or a comparable internal service organisation.
• At least five years of personnel management experience as well as experience in accompanying change and transformation processes.
• Knowledge in optimising, harmonising and standardising processes as well as in handling service catalogues and quality standards.
• You are accustomed to analysing key figures and evaluations and deriving concrete improvements from them.
• Experience or a strong understanding in the area of digitalisation and automation. Experience in a professional product owner role is an advantage.
• Personally, you convince as a calm, honest and reliable leader. You treat people with respect, create trust and orientation and know how to involve employees in change situations.
• You work reliably and in a structured manner, take responsibility and combine a strong quality and compliance awareness with a pragmatic, solution-oriented attitude.
• You communicate clearly, appreciatively and reliably, have very good German skills and understand Swiss German without difficulty.

You take on a central leadership role in a significant transformation phase. In doing so, you combine leadership with operational responsibility, process development, digitalisation and partner management.

Would you like to make a difference together with your team and help shape the further development of the service centre?

Then Flurin Schwager looks forward to receiving your application documents or your call.